TSB Monthly Saver setup problem

Digital_Payback

I have a TSB Current Acc for a few months now and have been trying to open a Monthly Saver (£250 per month at 6%).

Each time I try to sign up for the account I see the info below, NONE of which applies to me. I should be able to open the account. Never had one before.   

Anyone else had this problem?

Customer Service sending it to the back room guys to take a look!

Sorry, but you are not eligible for Monthly Saver

Below are the reasons you may not be eligible for Monthly Saver

• You must be 16 years old or above
• You must be resident in the UK or must be a UK resident
• You have a Mayfair sort code (30-16-74)
• You don't have a current account
• You already have a Monthly Saver account.

If you have any further questions or to find out why you can't apply for this product call us on 0345 975 8758.

ForumUser7

Digital_Payback said:

I have a TSB Current Acc for a few months now and have been trying to open a Monthly Saver (£250 per month at 6%).

Each time I try to sign up for the account I see the info below, NONE of which applies to me. I should be able to open the account. Never had one before.   

Anyone else had this problem?

Customer Service sending it to the back room guys to take a look!

Sorry, but you are not eligible for Monthly Saver

Below are the reasons you may not be eligible for Monthly Saver

• You must be 16 years old or above
• You must be resident in the UK or must be a UK resident
• You have a Mayfair sort code (30-16-74)
• You don't have a current account
• You already have a Monthly Saver account.

If you have any further questions or to find out why you can't apply for this product call us on 0345 975 8758.

Have you ever held a TSB Monthly Saver before, particularly one opened within the last 12 months even if now closed?

Digital_Payback

Never had a TSB Monthly Saver before. 

rallycurve

Do you maybe have two TSB profiles (from a previous account with them) that had been merged when you applied for a new account?

I had this same problem and it ended up being that I was logging in with the old user id and using the new one allowed me to apply for the monthly saver. It seems that the merge process didn't fully merge the profiles and each login is still linked to some products.

Digital_Payback

No, no old profile.
No previous business at all with the TSB. 

I opened an account, a current account, in Feb. and have access via the app and website. Until Feb. I have had no dealings whatsoever with the TSB. 

When I try to apply for the Monthly Saver, both APP and Website show the ‘Sorry, but you are not eligible….’ notice that I posted earlier. 

rallycurve

That is strange, but not surprising as TSB systems are a mess.

I contacted customer services via chat on the app and the rep suggested it could be that I did not have a national insurance number on record (despite this not being an ISA!) and asked for evidence to prove this which I could not provide at that moment. I ended up asking to raise a complaint and my chat was transferred to the relevant team who eventually found out about this double profile thing. It took a long time on the chat but just mentioning in case you want to follow that approach too. Let us know if you do solve it!

Digital_Payback

Thank you, Rallycurve, for that info and your experience. I will await a response from the back room guys, although I’m not sure I have the inclination and energy to persist with the application. 

If they get it sorted or I get a boost of energy I’ll apply and will certainly update the thread. 

Thanks again. 

jameseonline

I'd call them to be honest if you haven't already 

WillPS

Why would a Mayfair sort code be held in relation to a TSB account? Mayfair accounts stayed with Lloyds I thought

surreysaver

TSB computers aren't very reliable. Bound to be a computer system problem 
I've got two TSB profiles - I wonder if this two profile thing means I'll be able to open another monthly saver? I'll have to give it a go!

Digital_Payback

Rallycurve, you were exactly right. 

I used the chat to resolve the problem. Agent wanted to set up video call. I said I didn't want to go to that trouble, and I’d just raise a complaint with TSB. 

Within 30 mins. I was contacted by a CS agent who told me the problem was 2 User IDs. I got one for a credit card and one for the current acc. 

The agent was really excellent. He deleted the second User ID and all else that was necessary and sorted the problem. 

I’m now back in the App. and can apply for a Monthly Saver Acc.   Success!

I have to give credit where it is due. The TSB Customer Service agent was excellent.